[otrs] allowing updates without owning the ticket
Jo Rhett
jrhett at svcolo.com
Wed Nov 7 12:11:52 GMT 2007
If I keep futzing with 2.2.x I might try it, but there are so many
other crazy limitations that I need to work out before I'd want to
take that on.
But thank you very much for taking the time to explain that. I'm
building a mini-faq of these customizations locally, since there's
isn't anything other than the list archives for this...
On Nov 7, 2007, at 10:43 AM, Andy Lubel wrote:
> Thanks for the level of detail, I think I have good news for you!
>
> In Sysconfig you could expose locked tickets via "Ticket Status
> view" and
> that allows you (or any user with rights on the queue) to add a
> note into a
> "locked" ticket owned by another user as well as if you were the
> owner.
>
> This is part of my sysconfig that exposes that "Ticket Status view"
> to the
> navbar:
>
> $Self->{'Frontend::Module'}->{'AgentTicketStatusView'} = {
> 'NavBar' => [
> {
> 'Prio' => '110',
> 'Block' => '',
> 'Image' => 'overview.png',
> 'NavBar' => 'Ticket',
> 'Type' => '',
> 'AccessKey' => 'v',
> 'Description' => 'Overview of all open
> Tickets',
> 'Name' => 'StatusView',
> 'Link' => 'Action=AgentTicketStatusView'
> }
> ],
> 'GroupRo' => [
> 'StatusViewReaders'
> ],
> 'NavBarName' => 'Ticket',
> 'Description' => 'Overview of all open tickets',
> 'Title' => 'Status View',
> 'Group' => [
> 'SuperAdmin',
> 'admin'
> ]
> };
>
>
> Don't just add this into the config.pm.. You can find it in
> sysconfig..
> Somewhere I cant remember :)
>
> If I must I can locate it again but I encourage new admins to rummage
> through the 2500 or so configuration/customization options available.
>
> Can you let the list know if that works out for your needs?
>
> -Andy
>
>
> On 11/7/07 1:24 PM, "Jo Rhett" <jrhett at svcolo.com> wrote:
>
>> If it was better implemented then yeah, Andy, I would agree with
>> you. But the locking system in OTRS doesn't distinguish between "I'm
>> busy working on this" and "I just stuck a note on it then left for
>> lunch".
>>
>> If I want to lock a ticket I'm working on, you're right the system
>> should allow that. But OTRS requiring a lock to even stick a note on
>> a ticket is absurd.
>>
>> On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:
>>> These aren't "stupid" alternatives, more like warnings/caveats from
>>> real
>>> world implementations.
>>>
>>> "DANGER WILL ROBINSON"
>>>
>>> The implications of disabling what some of us consider to be a core
>>> functionality of a multi-user helpdesk system should be presented.
>>>
>>> "Fools learn from their own mistakes while the Wise Men learn
>>> from the
>>> mistakes of the Fool"
>>>
>>> Good luck in whatever choice you make,
>>>
>>> Andy
>>>
>>>
>>>
>>> On 10/31/07 8:36 AM, "Mujtaba Karim" <mkarim at pixsense.com> wrote:
>>>
>>>> Guys leave it if you cant do it then don't suggest stupid
>>>> alternates
>>>> The guy clearly said he needs to disable the lock system
>>>>
>>>> Here is how
>>>>
>>>>
>>>> In SysConfig, you must disable RequiredLock in these pages
>>>>
>>>> Frontend::Agent::Ticket::ViewBounce
>>>>
>>>> Frontend::Agent::Ticket::ViewClose
>>>>
>>>> Frontend::Agent::Ticket::ViewCompose
>>>>
>>>> Frontend::Agent::Ticket::ViewForward
>>>>
>>>> Frontend::Agent::Ticket::ViewMerge
>>>>
>>>> Frontend::Agent::Ticket::ViewPending
>>>>
>>>> Frontend::Agent::Ticket::ViewPhoneOutbound
>>>>
>>>> Frontend::Agent::Ticket::ViewPriority
>>>>
>>>>
>>>>
>>>> In general, check all ..View.. pages to see wether RequiredLock is
>>>> enabled.
>>>>
>>>>
>>>>
>>>> Then, you can disable the links to locks: unchek
>>>>
>>>> Ticket::Frontend::MenuModule###100Lock:
>>>>
>>>> Ticket::Frontend::MenuModule###400-Owner:
>>>>
>>>> in Frontend::Agent::Ticket::MenuModule
>>>>
>>>> and Frontend::Agent::Ticket::MenuModulePre
>>>>
>>>>
>>>>
>>>> I've done these modification and worked fine without locks for a
>>>> while in
>>>> the past
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Additionally, you might also want to disable
>>>>
>>>> Frontend::Module###AgentTicketLock:
>>>>
>>>> Frontend::Module###AgentTicketOwner:
>>>>
>>>> in Frontend::Agent::ModuleRegistration
>>>>
>>>> but I don't know if this can cause some issues
>>>>
>>>>
>>>> Mujtaba Karim
>>>> Customer Support Manager
>>>> PixSense Inc.
>>>> 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
>>>> C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim at pixsense.com
>>>> www.pixsense.com
>>>>
>>>> -----Original Message-----
>>>> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On
>>>> Behalf Of
>>>> otrs-request at otrs.org
>>>> Sent: Wednesday, October 31, 2007 5:00 PM
>>>> To: otrs at otrs.org
>>>> Subject: otrs Digest, Vol 51, Issue 64
>>>>
>>>> Send otrs mailing list submissions to
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>>>>
>>>> Today's Topics:
>>>>
>>>> 1. Let OTRS mail external notify (henry at gamerzday.nl)
>>>> 2. Re: Remove lock option from tickets (Andy Lubel)
>>>> 3. Re: RE: what is the best linux distro in my situation?
>>>> (kerneljack)
>>>>
>>>>
>>>> -------------------------------------------------------------------
>>>> --
>>>> -
>>>>
>>>> Message: 1
>>>> Date: Tue, 30 Oct 2007 14:50:34 +0100
>>>> From: henry at gamerzday.nl
>>>> Subject: [otrs] Let OTRS mail external notify
>>>> To: otrs at otrs.org
>>>> Message-ID: <20071030135034.6c09e171 at gamerzday.nl>
>>>> Content-Type: text/plain; charset="us-ascii"
>>>>
>>>> Hi,
>>>>
>>>> Is it posible to let OTRS mail a customer when a external note is
>>>> made?
>>>>
>>>> --
>>>> Henry,
>>>>
>>>> -------------- next part --------------
>>>> An HTML attachment was scrubbed...
>>>> URL:
>>>> http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/
>>>> attachmen
>>>> t-0001.html
>>>>
>>>> ------------------------------
>>>>
>>>> Message: 2
>>>> Date: Tue, 30 Oct 2007 11:31:51 -0400
>>>> From: Andy Lubel <andy.lubel at gtsi.com>
>>>> Subject: Re: [otrs] Remove lock option from tickets
>>>> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
>>>> Message-ID: <C34CC6A7.AE2B%andy.lubel at gtsi.com>
>>>> Content-Type: text/plain; charset="US-ASCII"
>>>>
>>>> How many agents, just you? How many customers? You simply may
>>>> not have
>>>> enough of either to justify using a HelpDesk system such as OTRS,
>>>> which is
>>>> geared towards SMB to enterprise customers.
>>>>
>>>> Metrics also translate into SLA's. If you care about the customer
>>>> then you
>>>> would care to see how well you are responding to his needs?
>>>>
>>>> Can you tell me one system/application you do think does a better
>>>> job of
>>>> making it convenient for the agent to work customer submitted
>>>> issues?
>>>>
>>>> -Andy
>>>>
>>>>
>>>> On 10/29/07 9:36 PM, "Jo Rhett" <jrhett at svcolo.com> wrote:
>>>>
>>>>> Unless you don't care about metrics but instead convenience of
>>>>> answering the customer.
>>>>>
>>>>> OTRS makes everything inconvenient, as far as I can tell.
>>>>>
>>>>> On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote:
>>>>>> i absolutely agree. people need to own (lock) the tickets they
>>>>>> work on
>>>>>> otherwise certain metrics you would want later cant be gotten.
>>>>>> like
>>>>>> time open --> working (locked) --> close.
>>>>>>
>>>>>> unless of course you are a 1 man helpdesk :)
>>>>>>
>>>>>>
>>>>>> -Andy Lubel
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>> -----Original Message-----
>>>>>> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On
>>>>>> Behalf Of
>>>>>> Richard Hinkamp - BeSite
>>>>>> Sent: Friday, October 26, 2007 5:06 AM
>>>>>> To: User questions and discussions about OTRS.org
>>>>>> Subject: Re: [otrs] Remove lock option from tickets
>>>>>>
>>>>>> Disabling locks is not the way to go imho. Locks are great for
>>>>>> preventing double answers etc (2 people handling the same
>>>>>> ticket at
>>>>>> the
>>>>>> same time and giving different answers to the customer for
>>>>>> example :S).
>>>>>> What you problably want is an auto unlock after an answer.
>>>>>> What you
>>>>>> can
>>>>>> do is setting the default state after answering a ticket to
>>>>>> "closed
>>>>>> succesful", in config:
>>>>>> $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful';
>>>>>>
>>>>>> This way a ticket is closed by default after answering. When a
>>>>>> new
>>>>>> reply
>>>>>> comes from the customer, it will show in the main queue again,
>>>>>> without a
>>>>>> lock. This way you can share all tickets with all people and
>>>>>> only lock
>>>>>> the ticket when you are handling the ticket (and this way prevent
>>>>>> double
>>>>>> handling of same ticket).
>>>>>>
>>>>>> Richard
>>>>>> _______________________________________________
>>>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>>>>> Archive: http://lists.otrs.org/pipermail/otrs
>>>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>>>> Support or consulting for your OTRS system?
>>>>>> => http://www.otrs.com/
>>>>>> _______________________________________________
>>>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>>>>> Archive: http://lists.otrs.org/pipermail/otrs
>>>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>>>> Support or consulting for your OTRS system?
>>>>>> => http://www.otrs.com/
>>>>
>>>>
>>>>
>>>> ------------------------------
>>>>
>>>> Message: 3
>>>> Date: Wed, 31 Oct 2007 11:00:50 +0000
>>>> From: kerneljack <kerneljack at gmail.com>
>>>> Subject: Re: [otrs] RE: what is the best linux distro in my
>>>> situation?
>>>> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
>>>> Message-ID:
>>>> <e1e9e88d0710310400x58797d1cie5fcfe283f8c1c94 at mail.gmail.com>
>>>> Content-Type: text/plain; charset=ISO-8859-1
>>>>
>>>> Thank you for all your answers, one other question I have:
>>>>
>>>> How do I migrate an older OTRS database to a new installation? The
>>>> older one is at version 2.0.4 and i am trying to migrate to 2.2.3.
>>>>
>>>> The older installation was on a OSX Server and the new one will
>>>> probably be on a Centos 5 machine with OTRS 2.2.3.
>>>>
>>>> Looking at the manual at http://doc.otrs.org/2.2/en/html/
>>>> c2528.html,
>>>> I'm thinking a simple
>>>>
>>>> /opt/otrs/scripts/backup.pl -d ...
>>>>
>>>> on the the older machine, and then a:
>>>>
>>>> /opt/otrs/scripts/restore.pl ....
>>>>
>>>> on the new box will work?
>>>>
>>>> Thanks for any help,
>>>>
>>>> On 10/28/07, Agim Cami <agimcami at gmail.com> wrote:
>>>>> Otrs runs fine under CentOS.
>>>>> Actually I use otrs under CentOS 4.4.
>>>>> So, no need to Install obligatory Suse or Fedora.
>>>>>
>>>>> --
>>>>> Agim Cami
>>>>> _______________________________________________
>>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>>>> Archive: http://lists.otrs.org/pipermail/otrs
>>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>>> Support or consulting for your OTRS system?
>>>>> => http://www.otrs.com/
>>>>>
>>>>
>>>> ------------------------------
>>>>
>>>> _______________________________________________
>>>> otrs mailing list
>>>> otrs at otrs.org
>>>> http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>>
>>>>
>>>> End of otrs Digest, Vol 51, Issue 64
>>>> ************************************
>>>>
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>>>> => http://www.otrs.com/
>>>
>>>
>>> _______________________________________________
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>>> => http://www.otrs.com/
>
>
>
> _______________________________________________
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> => http://www.otrs.com/
--
Jo Rhett
senior geek
Silicon Valley Colocation
Support Phone: 408-400-0550
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